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Automations

  • 344 Posts
  • 1,232 Replies
344 Posts
raymondcanilao
Skilled Expert
raymondcanilaoSkilled Expert
asked in Automations
Cancel Approval - once ticket is cancelled

Hello, is there a way to automate via workflow the process of canceling the approvals of SR once ticket is set as cancelled? or closed?

2462
PatrickMurphy
Skilled Expert
2 years ago
todd5903
Skilled Expert
todd5903Skilled Expert
asked in Automations
Ticket approvals for transferring employees

We are running into issues processing approvals for employees that are changing departments.  When an employee changes departments the new supervisor generally submits tickets for their new access before the employee has left their old department so the approval is routed to the outgoing supervisor rather than the new supervisor.  We are wondering if others have run into this issue and if so, how you resolved it.

221
PatrickMurphy
Skilled Expert
2 years ago
kong-jhartmann
Skilled Expert
kong-jhartmannSkilled Expert
asked in Automations
Slack Orchestration - Post message to DM channel id?

I recently enabled the Slack Orchestration and have been testing message posting in Slack to DM, Public and Private channels.  I am getting a 404 channel_not_found with any attempt.  I thought my connector may not be fully connected but I can run a Lookup User by Email query and return information back from my Slack tenant.  Anyone run into this?   

1050
kong-jhartmann
Skilled Expert
2 years ago
D
Apprentice
Daniella_MosesApprentice
asked in Automations
Service Transition in Freshservice

How do you manage Service Transition in Freshservice?We want to introduce Service Transition, and ideally have a checklist of items projects need to complete prior to transition to service, then i would like to attached this transition to the Change (implementing) the application. I wondered if anyone is doing anything similar?

250
D
Apprentice
2 years ago
A
Apprentice
allan.williamsApprentice
asked in Automations
Software association Workflow Automator

Hi,Is there a way to associate/disassociate software assigned to a user through the workflow automator? Looking to implement this during on and offboarding. Any help is much appreciated!

792
A
Apprentice
2 years ago
H
Contributor
hsavardContributor
asked in Automations
Scheduler creates multiple instances of the same task

Hello,Since the last update we’ve been having issues with the scheduler. It’s creating multiple instances of the same task when it’s only programmed to do once.  Has anyone been faced with this yet ? 

454
H
Contributor
2 years ago
S
Apprentice
SydkneeApprentice
asked in Automations
Re-open resolved / closed ticket Thank you detector where Thank you is in a genuine re-open email

Newbie Question here - tried to look for an answer but can’t find one or anything to point me in the right direction.We have a standard Workflow Automation to re-open closed / resolved tickets if the requester replies this includes a basic Thank You detector that picks up on a few options of thanks etcIf the reply is a genuine one ie “This didn’t work can you take another look Thank You” that should re-open the ticket the detector picks up the Thank You and doesn’t re-open the ticket.Anyone know of a way to do this? Other option is to only employ impolite people that won’t say thanks 😉    

3312
TedK
Community Debut
2 years ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Automations
Value Stream Mapping?

One of the improvement practices mentioned a lot at Service Management World is value stream mapping (or value stream management).Just wondered if people are already using it or if it’s something where a quick share of what it is would be helpful.

392
manns
Skilled Expert
2 years ago
W
Contributor
WQOliviaContributor
asked in Automations
Task Conditional - When task closed

Hello! I wanted to figure out if there was a way in my ticket Automator to have a task that when it is marked as completed by the agent, it will then continue to the next step in the workflow. I am unsure how to reference the task’s status, and not just the overall service request’s status. Please let me know if you have any ideas!

5733
PatrickMurphy
Skilled Expert
2 years ago
afautley
Skilled Expert
afautleySkilled Expert
asked in Automations
API Key error access denied

Noticed on November release notes that they are depreciating Basic Authentication in the web requests.I’ve tried to move over to API Key but am getting an error.Is anyone else getting this 

8832
afautley
Skilled Expert
2 years ago
W
Contributor
WQOliviaContributor
asked in Automations
How can I go back to the planning stage after a rejected approval in a change?

Hello! If a change is requested for approval, and then rejected, we cannot then request approval again or even close the ticket. I would like to set up the workflow to do this. I have tried doing something like this: But it only lets me set the status back to awaiting approval, it does not allow me to actually overwrite the rejection and send the approval to the same person.  How do I overwrite that rejection/cancel the rejection and either set to close or set to awaiting approval (and subsequently sending the approval request again)?

6264
zachary.king
Skilled Expert
2 years ago
O
Apprentice
oliver.wardellApprentice
asked in Automations
Workflow logic

Hi I’m trying to create actions/tasks from an employee onboarding form. The form has several “check boxes” for a user to select requested services/software.The problem I have with the logic in the automator is if a user checks “Field A” to be true, it doesn’t check for “Field B”, unless I create an incredibly complex automation.Is there any way of “looping back” into the next step in the automation, if that makes sense? In the example below, the automation won’t check if the user is agency/contract if “line Manager” is selected to be true:  I’m curious to know if other people have seen this and how they have approached the issue Thanks

1513
zachary.king
Skilled Expert
2 years ago
M
Skilled Expert
MariamPSkilled Expert
asked in Automations
freshservice status when closing ticket

we’ve had a request to have a status “canceled” that also closes a ticket, but keeps the status as canceled, the status doesn’t change to closed. is that possible? is there another option - perhaps a custom filed would be the answer?

1904
zachary.king
Skilled Expert
2 years ago
LucasHansson
Skilled Expert
LucasHanssonSkilled Expert
asked in Automations
Combining expression values

Hello,I’m trying to combine to strings in the expression builder to one string. I’m unable to get this to work with liquid filters.I’m probably missing something. Does anyone have a good idea as how to do this? Essentially i want E3=E1+E2.

3265
LucasHansson
Skilled Expert
2 years ago
jk1990
Apprentice
jk1990Apprentice
asked in Automations
Automator Web Request Body Empty on POST

Hi all - I am trying to build a simple flow which sends an HTTP Request to another service when a new ticket is created. The code and connectivity are working fine in Postman but the issue I am getting in FreshService is that the POST Body is empty in the Automation Logs which in turn is throwing an error.  There is a similar thread here with no resolution:Web Request Node Invalid JSON | Freshworks Community To confirm, when testing in Postman with the EXACT same configuration, the POST is successful.  Payload Body in FreshServiceI assume there’s something funky going on with the payload placeholders - is the description field breaking formatting perhaps? If so, why isn’t this being handled by the placeholder functionality to escape characters? For reference, I have also tried adding quotes around the values with no change to output. { "subject": {{ticket.subject}}, "description": {{ticket.description | sanitize_html}}, "priority": {{ticket.priority}}, "urgency": {{ticket.urgency}}

5044
jk1990
Apprentice
2 years ago
Kristof Gielis
Contributor
Kristof GielisContributor
asked in Automations
Status open when requester replies

Hello we are new to freshservice and used to work with zendesk. There was default behaviour in which the status of an incident would change to ‘open’ whenever a requester or CC replies using the portal or mail. We tried to set up a workflow automator doing exactly that, but we can’t seem to get it to work under all conditions. Only when a reply was sent through the portal, the status changes to open. When a reply is sent through e-mail or public note it doesn’t seem to work.We would also like to include the freddy thank you suggestion.   

1513
J
Skilled Expert
2 years ago
msconfig87
Skilled Expert
msconfig87Skilled Expert
asked in Automations
How can I relate an asset to a ticket via API where I have only the ID and not display_ID?

HelloI wanted to add an asset via API to a Service Request Ticket which the user selects in a custom field in our Service Request Item.When reading the requested items via https://XXX.freshservice.com/api/v2/tickets/XXX/requested_items.json I get this:{    "requested_items": [        {            "custom_fields": {                "request_type": "Replace old device and order a new one",                "manger_new_employee": null,                "date_of_entry_new_employee": null,                "comment_new_employee": null,                "select_your_old_computer": 52000100785,                "what_should_happen_with_the_old_device": "Buy for private use",                "manager_replace_device": 52000148148,                "comment_replace_device": "TEST ORDER! do not delete!"            },            "id": 52000078156,            "created_at": "2022-11-03T13:58:41Z",            "updated_at": "2022-11-03T13:58:41Z",            "quantity": 1,            "stage": 1,            "loaned"

12435
msconfig87
Skilled Expert
2 years ago
JGFresh
Apprentice
JGFreshApprentice
asked in Automations
Variable output based on multiple selection dropdown - Automator

I have a scenario where a user may submit a request that has upwards of 10-15 items selected in a multi-dropdown. Is it possible to use the workflow automator, or otherwise, to have a combination of content sent back the requester based on their selections. For example say user selects options 1-2-3 and 6 from my multi-dropdown that has 10 options.  Options 1 and 2 require information sent back to the requester and options 1,2,3, and 6 will all populate content in the ticket itself.Is it possible for automator to compile that information and send in a single response?  Even if its multiple responses I just need them all to be delivered to the requester.  If I add a condition with each option will it cascade through all of them?

4494
Mark8756
Community Debut
2 years ago
N
Contributor
nonfatyogurt19Contributor
asked in Automations
Trying to create freshservice ticket with PowerAutomate using a teams channel

Hey guys,I’m trying to build out a power app that will grab any new messages in a teams channel and create a ticket with it. I’m using the Freshservice connector and I’m getting up to the point where it’s asking for the  requester id. When I click on the field nothing populates. Am I missing a step in this flow for this field to populate?

4624
N
Contributor
2 years ago
Daniel Söderlund
Skilled Expert
Daniel SöderlundSkilled Expert
asked in Automations
Another Expression node issue

Hello everyone  I have this expression and I can’t get it to work if(regexMatch('{{ticket.description_text}}','Bifoga') && regexMatch('{{ticket.description_text}}','Övrig'), substring('{{ticket.description_text}}', indexOf('{{ticket.description_text}}', 'Välj klockslag:',0)+length('Välj klockslag:'), indexOf('{{ticket.description_text}}', 'Bifoga',0)), if(regexMatch('{{ticket.description_text}}','Övrig'), substring('{{ticket.description_text}}', indexOf('{{ticket.description_text}}', 'Välj klockslag:',0)+length('Välj klockslag:'), indexOf('{{ticket.description_text}}', 'Övrig',0)), if(regexMatch('{{ticket.description_text}}','Bifoga'), substring('{{ticket.description_text}}', indexOf('{{ticket.description_text}}', 'Välj klockslag:',0)+length('Välj klockslag:'), indexOf('{{ticket.description_text}}', 'Bifoga',0)), substring('{{ticket.description_text}}', indexOf('{{ticket.description_text}}', 'Välj klockslag:',0)+length('Välj klockslag:'), indexOf('{{ticket.description_tex

29510
Daniel Söderlund
Skilled Expert
2 years ago
B
Skilled Expert
bhotaSkilled Expert
asked in Automations
How to close parent SR when all child SRs are closed

I have to close the Onboarding SR when all child SRs are closed. How to achieve this functionality?

2685
zachary.king
Skilled Expert
2 years ago
Tlek
Apprentice
TlekApprentice
asked in Automations
Url in the description field is always truncated when creating a ticket via api.

Could you please clarify why the url string is being cut off in the description field? Is it possible to pass the entire URL to the description field without truncating? create ticket api: Service Desk API for Developers | Freshservice 

1086
Vishal Nema
Skilled Expert
2 years ago
A
Skilled Expert
atexeira
asked in Automations
Change tickets - Trigger an approval after change ticket is opened?

I am reviewing our change ticket approval process and the way that it transitions from one stage to the next stage.  Right now, it’s a very manual process and most of the time, the tickets don’t even transition from one stage to the next while the work is being done -- we’re fairly new at implementing the use for Changes in FreshService for our change management process.Are there any ways to use the Workflow Automator to automatically trigger an approval after the ticket is opened? Or maybe there’s another way to achieve this?For reference, this is what our Change Lifecycle looks like: 

1812
A
Skilled Expert
2 years ago
PatrickMurphy
Skilled Expert
PatrickMurphySkilled Expert
posted in Automations
Service Catalog Lookup

I’m looking for suggestions on how to handle a lookup.I’m creating a workflow for a user to request opening a new position in the company.  Their manager, CEO and CFO must approve the request before sending to HR to process the request.I currently have a Service Catalog item setup that requestsBusiness Justification, Manager, Department, Role, Status (Full/Parttime), Type (Employee/Contractor)I have a custom object table that lists all roles within a department I would like on the form, when a user selects department to just show the roles defined for that department based on this custom object table. Is this possible?  

1043
zachary.king
Skilled Expert
2 years ago
msconfig87
Skilled Expert
msconfig87Skilled Expert
asked in Automations
mandatory fields are also mandatory via API?

HelloWe have modified our default ticket form with some additional mandatory fields.We then have added business rules so that these fields are hidden in certain situations.This works as expected and tickets can be created without those fiels.Now when I want to create or modify a ticket via API those mandatory fields are always required! Even if they are empty in the ticket!How can I create or update a ticket without having to provide random values into those mandatory custom fields? 

2702
msconfig87
Skilled Expert
2 years ago

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